Put the facts in writing first

Damage, missing boxes, or a bill that jumped after pickup all create the same first task: make the record reliable. Move the conversation to writing. A phone call may help, but it won't show exactly what you reported, when you reported it, or what the mover promised.

This article is for U.S. consumers. If the shipment crossed a state line, federal household-goods rules generally apply. A move that stayed within one state is usually governed by that state's law and regulations instead. The estimate, bill of lading, inventory, valuation selection, and any separate insurance policy may each control a different part of the dispute.

The federal framework for interstate moves appears in 49 CFR Part 375 and the consumer-focused Appendix A to Part 375.

What to do at delivery and during the first day

Start documenting the problem as soon as you see it:

• Photograph and video damaged items, boxes, labels, furniture, and the surrounding area. Include both close views and wider shots that show where the damage occurred.
• Compare the shipment with the inventory and bill of lading. Name missing items rather than recording only "one box missing."
• Before signing delivery paperwork, record visible damage and missing items. If the form is inaccurate, ask to add specific exceptions and keep a copy.
• Keep damaged property, packaging, labels, and hardware until the mover or insurer has had a reasonable chance to inspect them.
• Gather the signed estimate, revised estimates, bill of lading, inventory, valuation selection, receipts, payment records, and messages.
• Send dated written notice through the claims address or method stated in the moving documents.
• Ask for an itemized explanation of any extra charge instead of accepting a verbal explanation.
• Back up the evidence in a cloud folder or another place the mover can't access.

Report the issue immediately if you can. That early notice is useful, but a same-day or 24-to-48-hour report isn't the universal federal deadline for an interstate damage claim. Federal consumer materials generally state that a written loss or damage claim must be filed within nine months after delivery, or within nine months after the scheduled delivery date if the shipment wasn't delivered. File much earlier when possible, and follow the address and process in the bill of lading.

Identify the company and rule involved

One move can involve a broker, a carrier, and a separate insurer. The name that gave you the quote may not be the name that transported your property. Save the broker's quote, the carrier's identifying information, and the name printed on the bill of lading before sending a claim or preparing a court filing.

The type of problem usually determines which document or process deserves the closest attention:

If property is damaged or missing

Turn the inventory into a claim sheet

List every affected item separately. For each one, record:

• Description, brand, model, or identifying features
• Whether it was damaged, missing, or delivered without parts
• Type and location of the damage
• Amount requested for repair, replacement, or documented loss
• Evidence of the item's condition before the move
• Receipts, appraisals, repair estimates, or reliable replacement comparisons

An original receipt helps, but it isn't the only way to show value. A repair estimate, appraisal, photograph, or comparable replacement can also support the amount requested.

Send the written claim

Use the mover's claim form if one is provided, but don't let the form delay the filing. The submission should identify the shipment, delivery date, bill of lading number, affected items, amount claimed, and supporting evidence.

Send it to the claims address or department listed in the contract or bill of lading. If email is an approved method, send the message with its attachments and save the sent copy. For a mailed claim, use a trackable delivery method and retain proof of receipt. Keep a complete copy of the submission.

For an interstate household-goods claim, federal consumer materials generally require the carrier to acknowledge receipt within 30 days. The carrier generally must pay, deny, or make a firm settlement offer within 120 days. If the claim remains unresolved, the rules can allow documented extensions in some situations. A late response is a reason to follow up or escalate; it isn't automatically an admission that the claim is valid.

Read the liability or valuation selection

Interstate movers must explain two broad options:

• Full Value Protection: The mover's liability is based on the selected terms and may involve repairing, replacing, or paying for an item.
• Waiver of Full Value Protection: The paperwork may provide a lower valuation, commonly 60 cents per pound per article.

The 60-cent amount is measured per pound per article, not by the item's market value. A valuable, lightweight item could therefore receive much less protection than its purchase price suggests. Before calculating the claim, review the valuation section, exclusions, deductibles, high-value inventory requirements, and any packing-related limitations in your documents.

A separate third-party moving-insurance policy follows its own claim and appeal process. A denial by that insurer is separate from a cargo claim against the carrier.

Challenge an overcharge line by line

Compare the final invoice with the signed estimate and every later written change. Look at:

• Estimated and actual weight, if the price depends on weight
• Packing, unpacking, storage, stairs, elevators, long carries, and other added services
• Pickup and delivery dates
• Fuel, travel, shuttle, storage, and accessorial charges
• Payments already made and the balance shown as due
• Services you didn't request or that aren't documented

What the 110% rule does

For an interstate move with a non-binding estimate, the mover generally may collect no more than 110% of the estimate at delivery for charges covered by that estimate. The remaining balance may be billed later under the federal rules.

This is a limit on what the mover can demand at delivery, not an automatic refund right or a universal cap on the final bill. It also doesn't settle valid charges for services or property added after the estimate.

A binding estimate normally offers more price certainty for the listed services. Additional services, changed circumstances, or inaccurate information supplied for the estimate can still affect the amount due, so read the written terms before refusing payment or accepting a revised price.

Request these records in writing:

1. An itemized invoice
2. The calculation behind each disputed charge
3. Copies of weight tickets or other pricing records
4. The written basis for each change to the estimate
5. A specific refund amount and payment date if the mover agrees it overcharged you

A promise that a refund is "being processed" isn't enough to close the issue. Ask for the promise, amount, and timing in writing.

Handle delays, cancellations, and missing services separately

A late shipment can be a contract issue, but federal rules don't create one automatic payment for every delay. Check the delivery window, notice terms, storage provisions, and any promised reimbursement. Keep receipts for reasonable additional expenses, such as temporary storage, while recognizing that recovery depends on the agreement and applicable law.

Don't assume a three-day cancellation right or automatic deposit refund applies to every moving booking. The written contract and state law may control cancellation fees, deposits, and refunds. If the mover failed to provide a service you paid for, identify the unused service and amount paid, then request a written refund.

Use a credit-card dispute as a separate track

If a credit-card statement shows a wrong amount, a service that wasn't provided, or another qualifying billing error, contact the card issuer promptly. The usual Fair Credit Billing Act process requires written notice within 60 days after the statement containing the error was sent. Bankrate's explanation of credit-card disputes describes the information typically included in that notice.

Use the billing-dispute address supplied by the issuer, which may be different from the payment address. Include:

• Account and transaction information
• Amount in dispute
• What the mover promised
• What happened instead
• Copies of the estimate, claim, photographs, and written communications

Pay amounts that aren't disputed and follow the issuer's instructions during the investigation. A card dispute doesn't replace the mover's claims process. The issuer also may not reverse a transaction simply because the mover denied a damage claim.

The Fair Credit Billing Act process concerns credit-card billing errors. Don't assume the same 60-day protection applies to a debit card, ACH transfer, wire, cash payment, or peer-to-peer transfer. Contact the bank or payment provider immediately to ask about its error, fraud, or recovery procedure.

Send a focused demand or follow-up letter

A short, itemized letter usually works better than a long account of the move. Include your name and address, move date, bill of lading number, agreed price, amount paid, and a brief timeline. Then identify each damaged, missing, or incorrectly charged item, state the total requested, explain the calculation, point to the relevant contract or estimate section, and list the attached evidence.

You can write:

I am submitting a written claim concerning the shipment identified by bill of lading number [number]. The attached inventory, photographs, and receipts document [damage, loss, or overcharge]. I request payment of $[amount] based on [repair estimate, replacement value, or billing calculation]. Please confirm receipt and provide a written response.

A request for a response within 10 to 15 business days can help move an internal complaint forward, but it doesn't replace a federal or state deadline. Don't send original receipts, sign a release, or accept a settlement until you understand whether it ends the claim.

Escalate if the mover stops responding

Keep the original claim active while you choose the next step.

FMCSA complaint for an interstate move

Use FMCSA's Protect Your Move consumer resources to check the mover or broker and find the federal complaint route. Include the USDOT number, estimates, bill of lading, invoice, payment records, delivery information, and written communications.

An FMCSA complaint can help regulators identify unauthorized operations or recurring violations. It isn't a guaranteed refund process and doesn't replace a written cargo claim, card dispute, arbitration, or court action.

State agencies for local moves

For an intrastate move, contact the state agency that regulates household-goods movers or the state attorney general's consumer-protection office. Complaint forms, licensing requirements, deadlines, and damage-claim standards differ by state.

The Better Business Bureau can sometimes provide another communication channel, but it isn't a regulator and can't order a mover to pay.

Arbitration

Read the dispute-resolution clause in the contract and any arbitration materials supplied with the move. Before filing, find out:

• Whether arbitration is mandatory or optional
• Which disputes are covered
• Filing fees and how they are allocated
• Hearing location and format
• Whether the decision is binding
• Whether filing in court first affects your options

Arbitration isn't automatically cheaper or faster. Compare its cost and scope with the amount at issue.

Small claims court

Small claims may fit a documented dispute within your state's dollar limit. Before filing:

1. Confirm the mover's exact legal name, including whether the relevant party is the broker or carrier.
2. Check the court's monetary limit, filing deadline, venue rules, filing fee, and service requirements.
3. Review the contract for an arbitration clause or forum requirement.
4. Organize a short evidence packet with numbered exhibits.
5. Bring the estimate, bill of lading, inventory, photographs, invoices, payment proof, correspondence, and witnesses.
6. Explain the amount requested and the calculation without exaggerating.

Court limits and statutes of limitation vary by state. A regulatory complaint doesn't necessarily pause the deadline for filing a lawsuit.

Watch for scam warning signs

A low quote alone doesn't prove fraud, but several warning signs together deserve caution:

• The quote is far below comparable written estimates.
• The company demands cash only or an unusually large payment before providing service.
• The name on the estimate doesn't match the carrier that arrives.
• The mover won't provide a physical address, insurance information, or identifying registration details.
• A broker refuses to identify the actual carrier.
• The company sharply changes the price at pickup or delivery.
• Staff pressure you to sign a blank, incomplete, or inaccurate inventory.
• The mover threatens to withhold goods unless you pay an unexplained amount.

Before booking, verify the mover and broker through ProtectYourMove.gov, compare written estimates, and ask who will physically transport the shipment. If a suspected scam involved a card or bank transfer, notify the payment provider immediately. Preserve advertisements, texts, emails, names, vehicle information, payment records, and every version of the quote.

Assemble one evidence packet

Put the documents in date order:

• Signed estimate and all revisions
• Bill of lading and descriptive inventory
• Valuation or full-value protection selection
• High-value inventory and packing records
• Pre-move and delivery photographs or videos
• Receipts, appraisals, repair estimates, and replacement comparisons
• Delivery dates, delay notices, and storage records
• Invoices, card statements, receipts, and payment confirmations
• Emails, texts, letters, call dates, and representatives' names
• Witness statements limited to what each person actually observed
• Complaint confirmations and proof that the claim was delivered

Submit copies and keep the originals. A timeline showing dates, amounts, and the person contacted often reveals whether the dispute is really about damage, price, delay, or a separate insurance decision.

Before filing arbitration or a lawsuit, check the contract and the applicable court rules for deadlines, venue, service, and any required dispute process. Put the earliest deadline on your calendar now, then send the claim or billing notice through the required channel and save proof of delivery.